Offer summary

Qualifications:

Exceptional communication skills with a clear and concise writing style., 2+ years of experience in e-commerce customer service, preferably in the outdoor industry., Strong problem-solving abilities and organizational mastery to manage multiple tasks effectively., Familiarity with Shopify and customer service platforms like Gorgias..

Key responsabilities:

Deliver outstanding customer support and ensure positive interactions with customers.

Respond to customer inquiries within 12 hours and aim to improve resolution times.

Manage customer orders and resolve issues related to lost or undelivered orders.

Identify user feedback to improve products and processes, and communicate effectively with the team.

Job description

ABOUT OMBRAZ:

Propelled into the eyewear scene via an Indiegogo campaign in 2018, Ombraz is shaking up an industry that hasn't seen a significant design shift in over 200 years by solving many of the inherent issues we’ve all experienced with eyewear. Since launch, Ombraz have won over 70 ‘Best Of’ Gear Awards and the armless design has emerged as a gear-favorite in the active lifestyle space.

We’ve got zero interest in shipping plastic around the world without delivering a substantial net-benefit environmental impact. Through our mangrove reforestation efforts - each pair is 1,714X carbon-negative, making Ombraz the most carbon-negative product available on the planet.

We’re building a fully remote team of masterminds to push the boundaries of normalcy and drive impact.

ROLE DESCRIPTION:

At Ombraz, customer support isn’t just about solving problems—it’s about creating seamless, pleasant experiences that make a genuine, positive impression on our customers. We believe in transparent communication, fast resolutions, and an intentional approach in every interaction.

We’re looking for a detail-oriented, empathetic, and resourceful individual who thrives in a remote environment. As Customer Excellence Manager, you’ll be the first point of contact for customers, ensuring their questions are answered quickly and effectively while maintaining the Ombraz brand voice. Whether it’s troubleshooting orders, answering product questions, or simply making someone’s day better, you’ll play a key role in delivering the exceptional service that sets Ombraz apart.

If you’re a natural problem-solver who loves helping people and can juggle multiple platforms with ease, we’d love to have you on our team!

What You’ll Do

Deliver outstanding customer support, ensuring every interaction is positive and professional.
Respond to all customer inquiries within 12 hours, with a goal of improving resolution times to 8 hours.
Manage and update customer orders in Shopify and Manifest/ShipHero as needed.
Resolve lost/undelivered order inquiries and work with Manifest (3PL) to file shipping claims on behalf of Ombraz.
Monitor service-level agreements (SLAs) and file claims with Manifest when SLAs are not met.
Identify any feedback/pain points from users to the team to improve products/processes/etc.
Escalate complex or unknown inquiries to the Marketing Ops Manager and update processes or macros/FAQs/website as necessary.
Support the Pro Program and escalate complex or unknown inquiries to the Marketing Ops Manager.
Communicate relevant topics effectively with Social Media Engagement Manager
Leverage automation tools and data in Gorgias and Shopify to optimize workflows.
Prepare for and attend weekly team meetings (1hr/wk) and weekly CS meetings (30min/wk) on Tuesday.
Attend annual offsites with core team.
Curate a stress-free environment for yourself and make our familia happy!

Requirements

What You Bring

Exceptional communication skills – You craft responses that are clear, concise, and always on-brand.
A passion for making people happy – You thrive on turning a customer’s day around and you always go the extra mile :)
Organizational mastery – You juggle multiple tasks while maintaining top-notch service. You document and create processes when needed.
Time management skills – You know how to prioritize based on urgency and plan your workload autonomously.
Strong problem-solving ability – You make informed decisions to resolve customer issues efficiently. You communicate to the marketing team whenever a new, undocumented problem/concern or question arises.
Creative, fun, engaging writing ability – Your writing is polished and professional, fun-loving, without sounding robotic.
Deep understanding of brand voice – You ensure every message aligns with the Ombraz personality.
Resourceful - you leverage the tools, documents and information at your disposl to find answers.

Preferred Experience

2+ years in e-commerce customer service.
Proven experience in de-escalating and improving negative customer experiences.
Hands-on experience with Shopify (order updates, tags, automation).
Experience with 3PL platforms (shipment updates, lost package resolution, claims).
Proficiency with Gorgias (or similar customer service platforms like Zendesk).
Familiarity with Loop Returns platform.
Experience using task management tools (Monday.com, Trello, or similar).
Proficiency in Slack for internal communication.
Proficiency in managing reviews (Klaviyo, Okendo, Yotpo, or similar).
Basic knowledge of eyewear to provide informed responses.
Experience in the outdoor industry.
Ability to analyze and utilize data within platforms.